Tripp Reviews 

We bought a couple of large Tripp cases and cabin cases a few years ago, which we really like and have used without issue.
Sadly, the extension handle on one of the large cases developed a problem; one of the metal retaining lugs came adrift in use, which meant it collapsed back into the case when fully loaded and being wheeled along.
I knew there was a warranty in place... but on line experiences elsewhere led me to think contacting Tripp to discuss the issue would be very much of a long shot and far too easy to put down to our misuse or the abuse meted out by baggage handlers.
So imagine my delight when after a few email exchanges to establish the facts, Tripp offered a replacement. Special thanks to Nikita who helped find a resolution and was very professional throughout. Nice to know there are still good 'guys' out there with a genuine interest in a positive customer experience.

The suitcase arrived quickly, but on our first trip, the TSA lock was broken, open, and the zip-pulls wouldn't clip into the lock. I sent an email, Nikita replied quickly, asking for a video of the problem which I sent. Nikita identified the problem and got a new lock sent to us in a few days, fitted it in 3 minutes, and it was all working as it should. This is how other companies should deal with issues that arise. Quickly and sensibly. Thanks Nikita!

Submitted a guarantee claim in January. Have contacted customer services many times since and still no response to the claim. I've now emailed again stating I wish to make a complaint - Still no response !!! Grrrrr !! Useless customer service.

I purchased a cabin bag a month ago, used a couple of times, handle broke! Chantelle Butler in customer services was excellent! Couple of emails and photos later, a replacement sent. Very easy to deal with and great customer service. Thank you Chantelle 👍

Bought Tripp Ultra Lite Black Large Suitcase (ref 470950048410046451, order T273398139), put some clothes in it in my own room at home, without even taking it outside, handle broke off the first time I lifted it, stitching came off. I had not even used it yet! I was livid, the quality must be appalling, I was scared to take the case to the airport let alone on a flight abroad, absolute waste of £45.50 (including delivery charge). Thankfully, Tripp customer services did take the faulty case back and sorted the refund quickly.

I had an issue with a suitcase so I emailed the customer service team and spoke to Chantelle. She was very helpful and kind and helped me sort out a replacement product through the warranty. I’m very grateful for her help!

Very disappointed with Tripp luggage and their customer service

Who has ever heard of the shell of a suitcase disintegrating from a relatively light impact? In my experience, if luggage suffers an impact, I would expect perhaps a wheel, handle or another protruding part to become damaged — not the actual hard shell to crack and break apart. This had never happened to me before, despite years of travelling. Yet it has now happened TWICE with exactly the same Tripp suitcase model.

I have now had two suitcases of exactly the same model crack in practically the same way. The shell is extremely thin and lightweight and, in my experience, far too brittle for luggage that is supposed to withstand the normal knocks and bumps of travel.

When the first suitcase cracked, Tripp suggested that it had been mishandled by an airline. At the time, I accepted their explanation because I was not present when the luggage was being handled and therefore had no reason to believe otherwise.

However, when exactly the same thing happened to the second suitcase, the circumstances were completely different. This time, I KNOW how the suitcase was handled. It was not checked in on a flight and was not handled by airline or airport staff. I travelled by train and handled the suitcase myself throughout the journey. I can also provide a travel history covering approximately a year and a half during which this suitcase was handled solely by me.

Two identical suitcases. The same model. The same type of shell failure.

At what point does this stop being reasonable to dismiss simply as “mishandling” and start raising legitimate questions about the durability of the product?

I have owned and travelled with many suitcases over the years and have never experienced a suitcase shell simply cracking like this. Yet it has happened twice with this particular Tripp model.

Interestingly, I have since discovered that this particular model has been discontinued. I do not know why Tripp discontinued it and I am not suggesting a reason. However, after personally experiencing essentially the same failure with two suitcases of that model, I naturally find this concerning.

What disappoints me most is Tripp’s response. Despite explaining that the second suitcase was handled solely by me and was not subjected to airline baggage handling, they have still refused to replace it and continue to attribute the damage to “mishandling”.

I am not asking Tripp to accept responsibility for damage caused by somebody else. I am asking them to consider the obvious possibility that when TWO examples of the same product fail in substantially the same way, the durability of the product itself deserves closer examination.

Based on my personal experience, I cannot recommend this particular Tripp suitcase. More importantly, the way my complaint has been handled has seriously damaged my confidence in the brand. I expected luggage designed for travel to withstand normal use, and I expected considerably better customer service when the same problem occurred twice.

Excellent customer service, specifically from Chantelle Butler. She was incredibly helpful in arranging a courier to collect an incorrect order (my mistake!) Helpful, polite and friendly.
I’ve shopped with Tripp before and I certainly will again.

I returned a case on 13/7/26 and successfully delivered back to Tripp on 16/7/26. The return policy states i would be refunded within 10 working days. This did not happen, so i emailed Tripp on 30/7/26 asking for my refund, and then received an automated response stating they would respond in 3 working days.

NO RESPONSE!

Sometimes when orders don't quite go to plan, as a customer you just need someone who is going to provide that great customer service , and Nikita did this amazingly well. Thank you for assisting.

Their warranty is a lie. Zips easily break. They’ll find a way to weasel away from any warranty claim.

Very efficient interaction with Tripp Luggage Customer Support. Emails were responded to quickly, with clear, easy and precise to follow instructions. Replacement part organised

Having purchased a Tripp medium suitcase 3 wks ago for our holiday to Malta on the 28th July, we were shocked to find on arrival in Malta and subsequently trying to open the case the coded lock would not release.

After several attempts we had to cut off the fasteners, not what you need with a new case.

We then made contact with customer services and had a immediate response from Chantelle who was so understanding. After exchanging a couple of emails and photos with her and without any hesitation, Chantelle advised us that she would on our return to the UK despatch a replacement.

Chantelle manner and service was outstanding and could not be faulted.

Thank you Chantelle

Alan Scott MBE

Excellent customer service thanks to Susan M-Y Ma who resolved the issue of my faulty suitcase with incredible speed, efficiency & friendly professionalism at each stage. I will definitely be a returning customer and will highly recommend Tripp to other travellers Thank you Susan. Thank you Tripp.

Good cases, poor packaging - came soaked. Indifferent customer service, see their response below:

"Good Morning,
Thank you for your email. Sorry your order got wet during transport. This would have not left the warehouse wet. So this has happened in transit. The case will dry. I can only apologise for the inconvenience caused."

Edit: Order number is T273343201

Brilliant customer service speedy response and resolution from the customer care in particular Sasha Gaskell who is very polite and dealt with my query very efficiently

Excellent customer service from Chantelle Butler when we had an issue with one of our suitcases. It was sorted out very quickly and much appreciated by myself.

Ordered a suitcase on Tuesday 28 July and specifically paid the £6.50 fee for DPD Saturday delivery, which stated it would arrive on 1st August , today the 31st July I have received an email saying that my order has been dispatched and will be with me in 1-3 working days, which is frustrating as I am travelling Monday hence why I chose a specific date, why pay for a service that is not recieved

I have previously purchased from Tripp and never had any issues and so decided to repurchase for an upcoming trip. Upon beginning to pack we noticed that 1 out of the 4 cases had a faulty lock reset button and Nikita was very quick to find a resolution (sending a new lock) however when I advised we had a very tight timescale. As a good will gesture we were sent out a new case. We are very grateful at how quickly this has been fixed and has majorly helped us avoid another stress we didn’t need!

My Tripp case was damaged at the airport and one of the support buttons was snapped off. These buttons help to stop the side of the case getting too scratched so I wanted to replace it. I contacted customer service and was dealt with by Rachael White who assured me a new button would be sent. Three days later a new button arrived as promised and fitting was very easy. I like Tripp cases and have just replaced a different brand that the airport managed to destroy with a Tripp. Excellent service.